CAC Specialist – Erbil

Position: CAC Specialist

Reporting To: CAC Manager

Duty Station: Erbil branch office

Responsibilities of the Job:

• Customer Assistance for inquiries and complaints.
• Managing, regularly checking, and promptly replying to customer inquiries received from the website or Mobile Applications.
• Maintain monthly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends.
• Customer data analyzing and creating flash reports and status reports for CAC activities.
• Handle a variety of customers’ general and serious complaints both remotely and on-site.
• Support Dealers CRM department on-job.
• Establishing and cultivating a customer-first mindset
• Monitor the dealership Appointment Rate and Maintenance Reminders to continuously improve it
• Conduct customer surveys about the customer satisfaction index (CSI) and Sales Satisfaction Index (SSI)
• Support Dealers by providing them with Parts Details
• Provide Support to Toyota Iraq Loyalty Program Customers.
• Securing Customers Information and treating it as highly classified Info.

Requirements:

• At least 1 years in a an administrative or customer service role
• Diploma or higher
• Proficiency in Microsoft Office applications (Excel, Power Point, Outlook, & Word)
• Fluency in English, Kurdish, and Arabic
• Iraqi nationality

Soft Skills:

• Telephone skills
• Communication skills (listening, questioning)
• Language Skills : Kurdish (Badini or Sorani), English, & Arabic
• Customer orientation and ability to adapt/respond to different types of characters
• Complaint handling skills
• information analysis
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.